Define a default skill-matching algorithm for a workstream
After classification attaches skills and proficiency requirements to a work item, unified routing compares those requirements with representative skills. The workstream's default skill-matching algorithm controls this comparison when a queue uses an out-of-the-box assignment method.
Choose between Exact Match and Closest Match based on whether skill compliance or assignment speed is more important for the workstream.
Use exact skill matching
Exact matching filters for representatives who have all required skills at or above the required proficiency. The selected out-of-the-box assignment method then orders representatives who meet the requirements by highest capacity, round robin, or most idle.
For example, a billing case requires:
- Billing proficiency 4
- Spanish proficiency 3
A representative with Billing 4 and Spanish 3 qualifies. A representative with Billing 5 and Spanish 4 also qualifies. A representative who doesn't have Spanish or has Spanish proficiency 2 doesn't qualify.
If no available representative meets every requirement, the case remains unassigned in its queue. Use exact matching when assigning the case to an appropriately qualified representative is more important than assigning it immediately.
Use closest skill matching
Closest matching orders representatives by how closely their skills and proficiency align with the work item's requirements. Representatives who satisfy all requirements rank ahead of overqualified or underqualified representatives. If multiple representatives have the same skill score, the out-of-the-box assignment method determines their order.
Closest matching prioritizes assignment speed. If no available representative has any required skill, unified routing can assign the work item to a representative without the required skills. Use this option only when the organization has an appropriate escalation or support process for assignments that don't satisfy every skill requirement.
If skills use different proficiency scales, unified routing normalizes their scores before calculating the closest match. Using the same scale across related skills makes rankings easier to evaluate.
Configure the workstream default
In Copilot Service admin center:
- Open the workstream used for the routed record.
- In Work distribution, select Show more.
- Set Default skill matching algorithm to Exact Match or Closest Match.
- Save the workstream.
Skill attachment rules must add the required skills and proficiency values to the work item. Selecting a matching algorithm without attaching skills doesn't create skill requirements.
Account for custom assignment methods
The workstream's default skill-matching algorithm applies only to out-of-the-box assignment methods. A custom assignment method overrides that default.
For exact matching in a custom assignment method, add a User skills condition, select Exact match, and choose All skills or a specific skill type. Configure Order by to rank representatives, for example by nearest proficiency, most proficient, skill count, round robin, or capacity.
For closest matching in a custom assignment method, configure an Order by expression based on proficiency or skill count. Review the custom rules together with presence and capacity conditions so the method selects eligible representatives as intended.
For more information, see Understand how skill match algorithm works in unified routing.